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Dear Support,

I am writing to request assistance regarding an issue I have encountered with Mania Casino (https://mania-casino.io/en).

On March 9th, I won some money using a bonus and met the wagering requirements according to the terms and conditions. Subsequently, I requested a withdrawal of £2,000 and had a remaining account balance of £1,700. Due to my wife experiencing significant health problems on March 10th, I asked if it would be possible to expedite my withdrawal requests.

After waiting for eight days, on March 17th, my VIP manager informed me that I had breached the bonus rules and voided the winnings, reinstating only my initial deposit of £500. As a result, both my £2,000 withdrawal and the remaining balance of £1,700 were cancelled, leaving only £500 in my account. This meant a total loss of £3,200.

Upon inquiry, I was told that using the bonus funds on Galaxy roulette constituted a breach. However, previous communication with another VIP manager led me to believe that bonuses could be used for live casino games, as I had successfully received payouts before without issues. If I had been clearly informed that live casino games were excluded from bonus usage, I would not have deposited additional funds. Over the past six months, I have lost substantial amounts and now feel the service provided is misleading.

Given these circumstances and my wife's ongoing health concerns, I am ceasing all gambling activities and believe the site is withholding payment due to my decision to stop playing. The casino offered to pay me £1,000 to resolve the matter.

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Hello,

I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

7.16: Max allowed bet while wagering a bonus is €2(or equivalent currency). Higher bets void winnings.

Our position is closely explained in the Fair Gambling Codex

https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila

Dear Support,

The casino initially cited a breach of the rule concerning bonus play in live casino games. However, as you clarified that section 7.6 does not apply to my case and my winnings were not nullified due to participation in a restricted game, it seems the issue relates to a different aspect.

Your email referenced a violation of your terms of service, specifically: "7.16. The maximum allowed bet for wagering the bonus is 2 EUR (or equivalent currency). Placing a bet higher than 2 EUR (or equivalent currency) while having an active bonus will be considered a violation of bonus terms and will result in the forfeiture of any winnings associated with such bets." I would like to respectfully state that I do not believe I have breached these terms and conditions. During slot wagering, I have never placed a bet exceeding 2 EUR, nor have I utilized the buy bonus option while wagering a bonus.

I am confident that I have complied fully with the wagering bonus requirements

This is the latest email I sent to the casino. The VIP manager said all prior withdrawals were paid because I'm a top client. No one informed me that I breached the terms and conditions over the past 4-5 months; they continued to pay me out. On average, I lost $4-5k and only received $1k in payouts.

Dear Support Team,

I am writing to address the recent claim regarding my alleged violation of bonus rules under section 7.16 related to bet limits. Since registering with your casino in October, I have diligently adhered to all provided guidelines. Between October and March, my previous VIP manager issued a single warning about utilizing buy bonus features on slots during active bonus wagering, which I acknowledged and acted upon. Subsequently, I sought explicit confirmation from the VIP manager regarding the use of bonus funds on live casino games, specifically Galaxy Roulette, and was informed that this activity was permitted. This understanding was further supported by prior correspondence from your team, which noted that section 7.6 did not apply to my account and that my winnings had not been voided for playing restricted games.

My principal concern is as follows: I placed multiple bets on Galaxy Roulette exceeding the prescribed bet limit during an active bonus period and successfully completed wagering requirements, with payouts processed accordingly. Operating under the belief that I was in compliance with the terms and conditions, I am uncertain why no notification of any breach was provided over the past five months. During this period, I continued to receive promotional offers from the casino, which resulted in significant financial losses. Had I been made aware that the use of bonus funds for live games such as Galaxy Roulette was prohibited, I would have refrained from depositing further funds.

Is it acceptable for your casino site to refrain from paying out and impose new terms and conditions because I have requested a larger withdrawal and have not deposited any funds due to personal family issues?

Dear Sir or Madam,

Please find attached the most recent response from the casino. I have already replied to their message, but have not received any further communication. On March 9th, I deposited £2,950 and, to date, have only been refunded £500.

Dear Sonhokoy827,

Thank you for your reply. Do I understand correctly that you have exceeded the maximum allowed bet size while wagering the bonus?

If not, could you please forward your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

Hello,

On March 27th, I sent an email requesting my complete game history in Excel format, covering the period from the bonus activation date to the date when my winnings were confiscated. Today, the casino responded, stating that the game history is considered internal and cannot be shared externally.

I have attached their email.

Kind regards

Hello,

On March 27th, I sent an email requesting my complete game history in Excel format, covering the period from the bonus activation date to the date when my winnings were confiscated. Today, the casino responded, stating that the game history is considered internal and cannot be shared externally.

I have attached their email.

Kind regards

The casino claims my winnings were confiscated due to breaching bonus rules, specifically wagering more than 2 EUR per bet while using a bonus. However, I only placed bets of £1.5, which is below the limit, and used slots as required. I believe I followed all their terms and conditions.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Sonhokoy827,

I'm Michal, and I have taken over this complaint. I have examined your situation, and I suggest that you officially inform the casino team of your right to obtain your complete game log, as this data is related to your personal account; therefore, they are obligated to supply it to you in accordance with GDPR regulations. Failing to provide this information could potentially constitute a violation of GDPR regulations.

I will contact the casino to shed more light on this matter to see if I can help somehow.

We would like to invite Mania Casino to join the conversation.

Dear Mania Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance

Hello Michal,

On April 14th, I emailed the Casino to request my complete game log. However, I have not yet received any correspondence from them.

Kind regards,

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mania Casino,

Thank you for your email. I have responded back with some additional questions and am awaiting your reply.

Dear Sonhokoy827,

I have received a response from the casino team and along other informed they mentioned this too:

Customer was informed regarding this matter, furthermore the customer stated financial losses due to some personal matters after further investigation we decided to come up with a solution as we care for the customer's well being we offered the customer in question 1000 as a gift withdrawal from us which was paid and confirmed by the customer, also customer agreed if we payed the 1000 the complaint would have been resolved.

Furthermore after the payment customer started to demand more funds which we explained is not possible as we are not obliged to do so since he breached the rules.

The customer is far more than aware of the rules that they breached and we have been emailing him back and forward, we have not received an answer from customer since our last email to him.

Can you please comment on this?

Hello

Hello

I am not requesting additional funds. I simply want to receive the £2300 I am owed, which I have won and wagered correctly.

The casino initially cited a breach of the rule concerning bonus play in live casino games. However, as the casino clarified that section 7.6 does not apply to my case and my winnings were not nullified due to participation in a restricted game, it seems the issue relates to a different aspect.

The casino referenced a violation of terms of service, specifically: "7.16. The maximum allowed bet for wagering the bonus is 2 EUR (or equivalent currency). Placing a bet higher than 2 EUR (or equivalent currency) while having an active bonus will be considered a violation of bonus terms and will result in the forfeiture of any winnings associated with such bets." I would like to respectfully state that I do not believe I have breached these terms and conditions. During slot wagering, I have never placed a bet exceeding 2 EUR, nor have I utilized the buy bonus option while wagering a bonus.

I am confident that I have complied fully with the wagering bonus requirements.

When I requested my full game history in Excel format, covering the period from the bonus activation date to the date of winnings confiscation, my requests were repeatedly refused.

Does this mean that the casino can simply claim I have breached the rules if they wish to avoid a payout?

Dear Sonhokoy827,

Thank you for your reply; however, the casino's claim I previously highlighted remains unaddressed. I kindly ask that you address this matter.

I appreciate the additional points you have mentioned; however, it appears that you have somewhat acknowledged the rule violation by accepting the casino's offer.

Moreover, I must bring to your attention once more, "...customer agreed if we payed the 1000 the complaint would have been resolved."

Could you please confirm this?

Concerning the data related to your casino account, it appears that the casino has declined to furnish this data, which may be perceived as a breach of GDPR regulations or laws. I recommend contacting the Information Commissioner's Office (ICO), which serves as the supervisory authority for the UK General Data Protection Regulation (UK GDPR). They possess the authority to issue warnings, reprimands, enforcement notices, and even impose financial penalties (fines) if a violation of the policy is confirmed.

Due to my wife's health problems, I urgently needed money and stopped gambling on their site. The casino withdrew £3,300 from my account, alleging that I'd breached their wagering bonus terms, though I'm confident that's not the case. They offered me £1,000 and claimed the issue was resolved, leaving £2,300 unaccounted for. Despite several requests, the casino refused to provide a complete game history in Excel format, covering the period from bonus activation to the date of confiscation

 I ceased all gambling activity on the casino's platform and immediately submitted a withdrawal request for my remaining funds. Until this point, the casino had consistently paid out my winnings without issue while I engaged in similar wagering activity. However, after my withdrawal request, the casino cited a new section of their terms and conditions—specifically, clause 7.3, which states that withdrawals may be withheld if the account is suspected of bonus abuse. This clause had never been enforced against me previously, nor was it referenced during my prior transactions. The sudden application of this term, particularly after I stopped gambling and attempted to withdraw, appears arbitrary and unfair, as it contradicts the casino’s established practice and was not communicated during earlier interactions.

Dear Sonhokoy827,

Thank you for your reply. However, it appears that my previous question has still not been clearly addressed by you, which raises some concern.

I kindly ask you to explicitly confirm whether you did or did not agree to the statement: "...customer agreed if we payed the 1000 the complaint would have been resolved."

A clear and unambiguous response on this point is necessary for us to proceed with the assessment of the case. Without such clarification, we may be unable to continue pursuing this matter.

Dear Sonhokoy827,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I confirm I did agree to the statement: "...customer agreed if we payed the 1000 the complaint would have been resolved."

If I don't, then they're not going to pay my money back. I am still missing £2300

Dear Sonhokoy827,

Thank you for confirming. I remain focused on gathering the necessary information and evidence to pursue an independent assessment of the situation. Notably, the casino has emphasized this point once again:

The customer is more than aware of this proof as he confirmed the complaint resolved upon receival of the 1000 gift we provided and later on decided to proceed where we had explained the matters fully from our side.

As you have confirmed that you agreed to this "settlement," any further action may now be limited.

This does not necessarily mean that we agree with the casino’s actions, as the alleged rule violation has not been sufficiently substantiated. However, once a settlement has been reached and accepted, it is generally not considered fair to disregard that agreement and subsequently request additional funds.

By way of comparison, it is similar to agreeing on a specific lower amount in a one-off transaction when you won a lottery rather than having it paid out in installments and later seeking to revise the terms after the agreement has already been concluded.

Nevertheless, as mentioned, I remain willing to assess the situation in full.

Dear Mania Casino,

I have reached out via email again and am looking forward to your reply.

Dear Mania Casino,

Thank you for all the information and the evidence related to this case.

Dear Sonhokoy827,

Thank you for your patience while I was reviewing the case.

While I have not received all the information and evidence I initially requested from the casino, the materials that were made available and subsequently reviewed indicate that the casino has acted in accordance with its Terms and Conditions.

I acknowledge your point that similar gameplay had previously resulted in successful withdrawals. However, it is important to note that casinos often conduct more comprehensive reviews of gameplay at specific stages—most commonly upon submission of a withdrawal request, particularly where certain thresholds are met, or internal risk indicators are triggered. It is therefore very likely that your gameplay was subject to a more detailed assessment at that stage, during which the casino identified patterns it considered to fall under clause 7.3 of its Terms and Conditions. While this may appear inconsistent from your perspective, such reviews are, in fact, very common within the industry.

Furthermore, a key aspect of this case is your explicit acknowledgment of a rule breach. As per your statement in the communication with the casino team:

I confirm that I understand that I were at fault by breaching the bonus rule that the complaint will be considered resolved from my side, please proceed with the £1000 withdrawl.

While I do not exclude the possibility that your decision may have been influenced by the circumstances you described, it is not possible to objectively determine whether this was indeed the case or whether the situation was presented in a way intended to prompt at least some payment from the casino. Nevertheless, once a settlement has been reached and accepted, it is expected that it is upheld by both parties.

In light of the above, and despite the less-than-ideal circumstances, the combination of the identified rule breach and your acceptance of the settlement prevents any further action on our side. As such, the complaint will now have to be closed as Rejected.

Should you remain convinced that the rules were not violated—despite your prior acknowledgment—and believe you are entitled to additional funds, you may consider pursuing the matter with the casino’s licensing authority or another competent authority within your jurisdiction. Unfortunately, we are not in a position to provide further assistance in this regard.

If you do proceed with such action, I would appreciate it if you could inform me of the outcome at michal.k@casino.guru.

For future reference, I strongly recommend carefully reviewing and adhering to all applicable casino rules to help avoid similar situations.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out—we will try our best to assist.

Best regards,

Michal

Casino Guru